ORIGIN Onboarding Tests
Act 02, Why we win Section 08 of 09

Fearless in practice. These are the last two of the six moments. In both, the fearful answer is to stay quiet. Then comes the pattern behind all six, and how to train it.

TruthWhat service is: telling a client the truth
4Things the ORIGIN answer protects
1Colleague to practise with this week
Speak up
Part 1

When staying quiet is easier

The client has not answered for two weeks. Which is the ORIGIN answer?

Waiting politely protects the moment. Asking for a date protects the launch.

Two moments where staying quiet is easier

The momentThe fearful answerThe ORIGIN answer
"Our agency will handle the rest."Stay quiet."We can also guard the work your agency delivers, so it stays true to the strategy."
The client has not answered for two weeks.Wait politely."We are ready to continue. Each week of waiting moves the launch by a week. Can we agree a date for your feedback?"

These are ORIGIN's answers too. Anything about a client, or a deadline on client work, goes to your Team Lead first, as Act 01 said. The first answer in the table also offers the client more work, and that is not yours to offer alone. Growing the work with a client is customer success, which PMO owns.

Remember

Each week of waiting moves the launch by a week. Ask for a date.

Part 2

The pattern, and how to train it

Notice the pattern

The fearful answer protects the moment.
The ORIGIN answer protects the client's result, the agreed work, the cashflow and our position, all at once.

Not on client calls? The same habit holds inside ORIGIN: tell your Team Lead the truth early. Raising a risk early is ownership, not failure.

You are behind on a piece of client work. Your Team Lead has not noticed. Which answer protects more than the moment?

The breach is the silence, not the slip.

In practice

Practise the six moments with a colleague this week. Not sure who? Ask your line manager. One plays the client and pushes hard. Then swap. It should feel natural before your first client call.

Remember

Agreeing with everything a client wants is not service. Telling them the truth is.

Your part

Before you move on

Three questions before you move on. Type your answer, send it, then check it.

Your answers stay on this device.

1A client has not answered for two weeks. What is the ORIGIN answer?

The answer"We are ready to continue. Each week of waiting moves the launch by a week. Can we agree a date for your feedback?"

2What does the fearful answer protect, and what does the ORIGIN answer protect?

The answerThe fearful answer protects the moment. The ORIGIN answer protects the client's result, the agreed work, the cashflow and our position.

3You see a chance to offer a client more work. Who do you bring it to, and why?

The answerYour Team Lead. Growing the work with a client is customer success, which PMO owns.

Answer all three and this section is yours.
ORIGIN

Tell them the truth.

Next: the proof, our case studies.

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